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    Technical Support Engineer II - Columbus, United States - NICE Careers

    NICE Careers
    NICE Careers Columbus, United States

    4 weeks ago

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    Description
    Position at NICE inContact
    Technical Support Engineer II


    Location:
    Columbus, OH

    ​The Technical Support Engineer II will provide technical assistance on

    applications to resolve an end-user's connectivity issues with the NICE inContactTM suite of products.

    Duties of this position will include troubleshooting and diagnosing escalated customer issues acting in a consultative fashion to arrive at a mutually beneficial solution for our customers, and coordinating with internal departments to provide a collaborative solution that will leave the NICE inContactTM customer with a positive experience and a product that meets their needs.

    The highly-skilled Technical Support team will provide exceptional client assistance in the resolution of complex problems, utilizing various communication methods – email, chat and voice.

    As a Technical Support Engineer II, a Typical Day Might Include the Following:​
    Work tickets via web-based ticketing system, email, voice or chat

    When working tickets:
    Validate for correct prioritization and monitor communication to users of progress
    Fix end-user issues that can be resolved on applications
    Record and route incidents to specialist groups
    Provide resolution and recovery of incidents
    Keep clear and thorough records in the ticketing system of all actions taken

    Escalates incidents when necessary
    Troubleshoots VoIP, T1, DS3, Ethernet, OC-X, 1+ and Toll Free services
    Opens and monitors incidents created with 3rd party providers
    Pulls and analyzes logs for troubleshooting for contacts, applications, etc.
    Reads and analyzes network diagrams
    Regularly works flexible schedule and on-call services
    Effectively and professionally communicates with internal and external customers

    To Land This Gig You'll Need:
    ​Associates Degree or currently working towards a Bachelor's Degree in Computer Science, Business Information Systems, or similar field, or equivalent work experience required.
    3-5 years work experience in a customer service field, preferably in a technical capacity
    Excellent technical, troubleshooting and analytical skills
    Ability to excel in a fast-paced, agile environment where critical thinking and strong problem solving skills
    Excellent communications skills – written and verbal and ability to handle all interactions with internal and external clients with professionalism
    Ability to adapt quickly to change, think on your feet, communicate positively and work proactively
    Understanding of network topology and telecommunications architecture (PBX, Carriers, VoIP)


    Bonus Experience:
    Fluency in Portuguese, German, French, or Japanese.
    2+ years in a technical support role in software or telecommunications environment.
    IP Telephony/ Telecommunications experience
    Experience in a telephony/telecommunications
    Dialer knowledge and Workforce Management experience
    Web Services and API knowledge and understanding of conceptual use
    Competent in database and SQL concepts


    ABOUT NICE inContact:


    NICE inContact makes it easy and affordable for organizations around the globe to provide exceptional customer experiences while meeting key business metrics.

    NICE inContact provides the world's No.

    1 cloud customer experience platform, NICE inContact CXoneTM, combining best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation.


    NICE inContact is a part of NICE (Nasdaq:
    NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions.

    NICE is committed to provide an environment based on equal opportunity for all qualified applicants and employees.

    It is the policy of NICE to afford equal employment opportunities to qualified individuals, regardless of


    age, race, color, creed, religion, citizenship, ancestry, national origin, sex, gender, pregnancy, mental or physical disability, marital status, veteran status, service in the Armed Forces, sexual or affectional orientation, atypical hereditary cellular or blood traits, genetic information, status as a victim of domestic or sexual violence, and/or any other status protected by any applicable federal, state and/or local statute or regulation.

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